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Because chat bots are still largely untested on mobile, it is important for financial institutions to approach them with caution, restricting them to high-level service functions in the short term, where there is less room for error.


  • The payment capabilities provided by smartphone-based digital assistants and chat bots are largely – but not exclusively – focused on money transfers via integration into third-party applications.

Features and Benefits

  • Assesses the opportunities for and limitations of chat bots and digital assistants in the consumer commerce domain.
  • Explains how financial institutions can best leverage chat bots and digital assistants.

Key questions answered

  • How important are chat bots and digital assistants for financial institutions?
  • How should banks best proceed with chat bots and digital assistants?

Table of contents

Ovum view

  • Summary
  • Digital assistants and chat bots offer new opportunities
  • An appealing proposition for financial institutions
  • Keeping a level head about intelligent agents
  • Early-movers in the field


  • Further reading
  • Author

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